Return, Refund & Replacement Policy

Please read the following Return and Refund policy carefully before registering, accessing, browsing, downloading, or using any of the platforms (Website) owned and operated by M/S CHAPERONE. Through our platform, users agree to purchase a range of products and services related to horticulture or plants (“Products”). The following terms and conditions of use (“Return and Refund Policy”) govern how the process of product purchase, return, and refund will take place only for the products provided by us. Please ensure that you read these Terms carefully as they constitute a binding agreement between you and us

GENERAL POLICY PRINCIPLES

Applicable products are returnable within the applicable return window if you've received them damaged, defective, or different from their description on the Chaperone.

1. Return will be processed only if:

It is determined that the product was damaged at the time of delivery and not while it was in your possession
The product is different from what you ordered from the portal

2. If a replacement request is placed and the seller does not have the exact product in stock, a refund will be issued to you.

3. Products may be eligible for replacement with only the exact item in stock.

4. In the event customers are found to misuse the return policy by excessively returning, cancelling, or not accepting the orders placed, the Chaperone reserves the right to warn and/or suspend and/or block and/or terminate such customer accounts, as necessary.

5. We may contact you to ascertain the damage or defect in the product before issuing a refund/replacement. We reserve the right to pick up the product to ascertain the damage or defect in the product before issuing a refund/replacement.

Products/services and associated return window

Product/Service	Return Policy
E-commerce	If a plant arrives in poor condition or damaged and is reported within 24 hours of the time of delivery, a full refund will be given. The refunds will be made via the original payment method from which the purchase was made, within 7 business working days. In the case of COD, the preferred online payment mode will be used for refunds.
Gardener Services	This service is non-returnable due to the nature of the service. In the event the gardener fails to honor the confirmed booking or in case of any other complaint or dispute raised by the Customer about the booking, the Customer shall raise such disputes with the Chaperone within 60 minutes from the scheduled booking time at the helpline numbers as provided. Upon receipt of such complaint or dispute, the Chaperone will make reasonable efforts to verify the facts of such complaint/ dispute with the gardener and may, at its sole discretion, initiate the refund of the Booking Fee to such Customer. A confirmed booking for which a Booking Fee has been charged from a customer, a modification option will not be available; however, the Customer is required to cancel the confirmed booking twenty-four (24) hours before the scheduled booking time to avail the refund. The Chaperone shall refund the Booking Fee to the Customer within seven (7) working days from the date of such cancellation. However, the Chaperone reserves the right to retain the Booking Fee in the event the Customer fails to cancel the booking within the estimated timeframe mentioned above.
Day Care Facilities	Return of Plant/s shall be done on the due date decided by the Customer In case a customer requests an early return of plants, no return or refund on the amount paid by the customer In case of loss/damage or death of the plant during service by the Chaperone, the company shall replace the product. If a replacement is not available in stock, the company shall compensate in monetary terms for the plant lost. The cost shall be reimbursed within 14 working days only after the client has submitted the invoice of the plant to the Chaperone in case the plant is an exotic plant and the plant is not available in the Chaperone's database. Our experts (agronomists) reserve the right to reject a plant for pickup, if the plant is found to be in a dying or irrecoverable state.

REFUND/REPLACEMENT POLICY

1. Refunds will be processed in the same manner as they are received unless refunds have been provided to You in the form of credits, the refund amount will reflect in your account based on the respective bank's policies.

2. Refunds cannot be processed to third-party accounts. The name on your Chaperone account should match with the name of the bank account holder.

3. n case of cash on delivery selected during the order, the preferred online payment mode will be used for refunds.

CANCELLATION OF ORDER

Once you place an order, you'll receive an email confirming the order details. This means your order is confirmed. A separate email will be sent once the order has been processed and dispatched for delivery.
You can cancel your order anytime before the dispatch email is sent; no charges will apply. If your order has already been processed or shipped, we may not be able to cancel it.
We may cancel your order due to reasons like stock unavailability, pricing errors, or other issues. If you've already paid, we'll refund the amount as per our refund policy.
If you used a promo code, the promo code value will not be refunded in case of cancellation.
In the event the Buyer has availed any benefit under any marketing or promotions provided by Us in relation to the Products for which the order has been cancelled by You or by Us, you agree that the same shall not be available to be set off or be claimed in any forthcoming transactions.

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